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The Ticket QA action reviews completed tickets and gives them a quality score based on your standards. It helps ensure your team is handling tickets consistently and identifies areas for improvement.
This action helps maintain and improve the quality of your ticket handling by automating reviews, ensuring consistency across all technicians, providing clear feedback for training, and tracking quality trends over time.
This action is available only as a triggered action in workflows.

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Quick start

1

Add to closure workflow

Add the action to workflows triggered when tickets are marked as resolved or closed.
2

Define scoring criteria

Set up your quality standards including what aspects to evaluate and your scoring scale (1-5, 1-100, etc.).
3

Configure storage (optional)

Set up custom fields in your PSA to store quality scores and detailed explanations.
4

Add follow-up actions

Use “Update Ticket Fields” to save scores and “Notify Internal Team” to alert about low-quality tickets.

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How it works

This action systematically evaluates ticket quality:
  1. Reviews ticket content - Examines notes, resolution details, and communication history
  2. Applies your criteria - Evaluates aspects like resolution clarity, response time, and professionalism
  3. Assigns scores - Provides numerical quality score based on your scale
  4. Documents reasoning - Explains why the score was given and what could be improved
  5. Stores results - Can save scores and explanations in custom PSA fields

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Setup

Scoring criteria: Define what makes a good ticket resolution, including aspects to evaluate, scoring scale, and weight for each criterion. Storage options: Choose whether to save scores and explanations to custom fields in your PSA. Review scope: Decide whether to include Neo Agent’s automated actions in the quality review. Custom field names: Specify which PSA fields to use for storing quality scores and explanations.

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What you get

After running, you’ll have quality scores and detailed explanations for each ticket, internal reports for your team, and optionally the scores saved directly to your PSA for tracking and reporting.

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Common use cases

Automatically review each completed ticket and assign quality scores for consistent assessment without manual review time.
Apply stricter quality criteria to important ticket categories like “Major Incident” or “VIP Customer” tickets.
Review the quality of Neo Agent’s automated responses and actions to ensure automated work meets your standards.
Use detailed reasoning from quality assessments to provide targeted feedback and training opportunities for team members.

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Best practices

Clearly define what you’re measuring and what each score means. Vague instructions lead to inconsistent results. Include specific examples for each score level.
Make sure the custom fields you choose for storing results are set up as text fields in your PSA and use exact field names.
Save both the numerical score and detailed explanation - the reasoning is valuable for coaching and improvement initiatives.
Begin with basic criteria and refine them over time based on the results you get. Test with sample tickets first.
Check Event History to see how scoring is working and adjust criteria as needed based on accuracy and usefulness.
Make sure your technicians understand how their work is being evaluated to encourage consistent quality standards.

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Example workflows

  1. Trigger: Ticket status changed to “Closed”
  2. Ticket QA - Review ticket quality against defined criteria
  3. Update Ticket Fields - Save quality score to custom field
  4. Result: Every closed ticket gets consistent quality assessment
  1. Trigger: Ticket status changed to “Closed”
  2. Ticket QA - Review and score ticket quality
  3. Add Ticket Note - Document quality assessment internally
  4. Notify Internal Team - Alert managers about tickets scoring below threshold
  5. Result: Immediate attention to quality issues and coaching opportunities
  1. Trigger: VIP customer ticket closed
  2. Ticket QA - Apply enhanced criteria for VIP service standards
  3. Update Ticket Fields - Save enhanced quality metrics
  4. Notify Internal Team - Report VIP service quality to management
  5. Result: Exceptional service quality maintained for important customers